Technical Success Manager – Deep Technical Backup & DR Specialist
Specialist Managed Service Provider
£70,000–£75,000 Base + Bonus
London Hybrid – 3 days a week
We are hiring a Technical Success Manager to join a highly technical Customer Success team within a specialist MSP delivering enterprise backup, disaster recovery, and cyber resilience services.
This is a senior technical position for someone with deep expertise in backup and DR technologies who can act as the trusted technical authority for customers. You will sit at the intersection of customer success, engineering, and product — owning technical relationships, driving platform adoption, and ensuring customers have confidence in their recoverability strategy.
We are looking for someone who understands complex backup environments in depth and can confidently engage with infrastructure teams, architects, IT leadership, and vendor engineering teams.
If backup is your specialism and customers trust you because of your technical expertise, this role is built for you.
What you’ll be responsible for
- Acting as the primary technical contact across a portfolio of strategic customer accounts
- Owning deep technical understanding of customer backup, DR, and cyber resilience environments
- Leading technical discussions around architecture, recoverability, performance, and ransomware resilience
- Translating business requirements into technical solutions and service improvements
- Ensuring backup platforms remain aligned with changing infrastructure and business priorities
- Driving adoption and optimisation across enterprise backup technologies
- Conducting technical reviews, audits, health checks, and recovery readiness assessments
- Managing complex technical escalations with support teams, vendors, and engineering teams
- Providing technical recommendations for renewals, licensing, and expansion opportunities
- Contributing to product roadmap discussions and long-term service improvements
- Educating customers on new features, resilience strategy, and data protection best practice
What we’re looking for
- Strong technical support, professional services, or technical account management experience within backup products or IT services
- Expert-level knowledge of Backup and DR Technologies including Rubrik, Druva, Zerto, Commvault, and NetBackup
- Strong understanding of cyber resilience, ransomware protection, and enterprise recoverability strategy
- Experience troubleshooting complex enterprise backup and infrastructure environments
- Ability to act as a trusted technical advisor to both technical and business stakeholders
- Strong technical ownership across infrastructure, virtualisation, cloud, and data
protection platforms
- Experience within managed services, technical support, or professional services environments
- Additional experience across VMware, Hyper-V, Nutanix, Azure, AWS, Microsoft 365, Windows Server, Linux, PowerShell, and ITIL would be highly valuable
Why this role
- You’ll work in a role where technical expertise is the core requirement
- You’ll become the senior technical authority for strategic customer environments
- You’ll work closely with engineering, product, and leadership teams to shape customer outcomes
- You’ll stay close to the technology while building long-term strategic customer relationships
- You’ll join a business that values technical depth, ownership, and customer trust
- You’ll have genuine progression within a specialist technical team
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